Paylock dispute

I was contacted in March 2020 to take up a price lock offering which included a new decoder.

I was informed that delivery will occur within 10 working days, but nothing happened. I started following up as to when the decoder will be delivered, but since it is not possible to call the price lock department directly I was not able to get any feedback after numerous escalations.

I finally managed to get some sort of feedback - the decoder was delivered to the wrong address or something. Worst of all is that I'm actually being charged for this new decoder. so since realizing that I've been following up non-stop to get it rectified, each time my query gets escalated with the promise of being phoned back within 48hrs, which has never happened.

I am getting very frustrated and honestly have no idea how a company can be this ***********, probably the joys of running a monopoly.

I've got the following case number for what it's worse: ***9